Tenant Voice: The new Gentoo team putting tenants at the heart of housing

A new specialised team has been appointed at Gentoo, dedicated to ensuring the voice of our tenants is heard and listened to.

The newly created ‘Tenant Voice Team’, which comprises of eight existing Gentoo colleagues from across different business areas, has been put in place to deal directly with complaints and feedback, and to work with tenant groups and community and voluntary organisations.

In line with the recommendations of the Government’s Social Housing White Paper, the team is also ramping up the number of involvement and engagement opportunities available to our tenants. Through our Tenant and Community Voice Groups, which are made up of involved tenants and residents from across the city, the team are consulting and listening to the opinion of tenants on a host of topics.

To further expand the ways in which tenants can provide feedback to Gentoo, we have launched ‘Your Gentoo Voice’. A new digital engagement tool accessible by all tenants, the platform is set to revolutionise the way in which we consult with tenants through online forums, surveys, and polls available 24/7.

Participation in Your Gentoo Voice is voluntary, but feedback from this platform will be provided to Gentoo’s Board of Directors to consider when making critical decisions that will impact on tenants. For example, the range of kitchens available for modernisations, paint choices for communal facilities and fundamental changes to the Group’s website gentoogroup.com.

You can register for Your Gentoo Voice here: https://yourgentoovoice.uk.engagementhq.com/

Nigel Wilson, Chief Executive Officer at Gentoo Group, said:

“Our Tenant Voice Team was created to centralise the great work that was already happening across Gentoo, to improve the overall experience for our tenants and to ensure the voice of our tenants is right at the heart of our decision making at all levels of the organisation.

“In its infancy, the team has done a fantastic job in streamlining our processes and procedures and tenants are already experiencing the positive effects as a result of this.

“We’re looking forward to engaging with even more tenants through Your Gentoo Voice and allowing them to have an influence on the decisions Gentoo make that matters most to tenants.”

Transforming the way in which Gentoo communicate with and listen to their tenants, this financial year the team has already successfully resolved more than 130 formal complaints and liaised with Sunderland’s three MP’s on 56 separate enquiries.

Anyone who wishes to become an involved tenant or resident, to have their say and be involved in projects and discussions with Gentoo can contact the Tenant Voice team directly on feedback@gentoogroup.com. New members are always welcome.

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